Assistant Manager, Customer Care (General Insurance Call Centre)
Zurich Insurance Company
Hong Kong

Your role As an Assistant Manager, your main responsibilities will involve :

  • Manage, support, motivate and develop the Customer Care team with full engagement by providing options and solutions to our customer in order to best meet and exceed their expectations
  • Perform effective daily work allocation and quality check to ensure the quality up to required quality standards
  • Resolve complex and sensitive queries or escalated complaints in order to minimize the negative impact on customer experience and the business risks
  • Assess staff’s performance to ensure service delivery during customer contacts in compliance with the required standards and provide constructive feedback appropriately
  • Review and update all procedures, practices and service delivery standards relevant to Customer Care team timely and ensure they are complied with regulatory and internal requirement
  • Challenge current work practices and procedures and drive improvement and change initiatives
  • Compile accurate and relevant regular management reports timely
  • Handle any assigned projects and ad hoc initiatives
  • Develop an effective working relationship with colleagues to ensure alignment of best working practice
  • Identify the staff / team training needs and monitor the effectiveness of training program so as to align with business goals and strategies
  • Your Skills and Experience As an Assistant Manager, your skills and qualifications will ideally include :

  • Bachelor’s degree holder with minimum 5 years of solid customer service and complaint handling experience
  • Minimum 3 years of experience in supervisory level in Insurance or Banking industry
  • Good knowledge of General Insurance product and operations

  • Holder of IIQE Paper 1 & 2. Paper 3 & 5 in advantage
  • Good organizational and time management skills whilst working accurately and to deadlines
  • Strong complaint handling skills
  • High proficiency in spoken and written English & Cantonese. Good knowledge in Mandarin is preferable
  • Proficiency in Word, Excel and Powerpoint
  • Additional Information Primary work location is Hong Kong. You can apply by clicking on the button Apply online Who we are Looking for a career that will excite, challenge and inspire you?

    Thinking about insurance? Perhaps you should. Working for us is a totally different experience to what you probably expect.

    How do you feel about the things you truly love? Don’t you want to protect them in the best way possible? Imagine if you could help people do this all over the world.

    You’d give them confidence and reassurance by protecting what they love most. This is no easy task. In today’s interconnected world, tackling risk is fast, unpredictable and invigorating.

    You’ll have to think on your feet as you manage risks big and small, from flooding to cyber crime. You’ll be tackling issues like these in over 170 countries.

    It’s a big challenge, but you’ll have a truly diverse network helping you. As part of an international team, every day would provide opportunities to learn, grow and share ideas.

    As you make an impact across borders, you’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

    So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. Zurich Insurance has the policy to be an equal opportunity employer.

    We aim to attract and retain the best qualified individuals available, without regard to criteria such as race / ethnicity, national origin, religion, gender, sexual orientation, age or disability.

    At Zurich we believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential.

    As a business this diversity helps us to better reflect and understand our 4 million customers’ needs to allow us to drive better outcomes.

    As a global organisation, with an increasingly agile workforce, we're happy to consider flexible working arrangements.

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